Manager, Customer Experience - SMB

What You’ll Get

• Meaningful Purpose: Your work helps organizations operate with integrity and protect their people at a scale few companies can match.
• High-Performance Environment: We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture: We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters: You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results: We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.

What You’ll Do

• Lead, coach, and develop a team of SMB Customer Experience Managers focused on delivering exceptional customer outcomes and experiences.
• Drive team performance across customer retention, adoption, satisfaction, engagement, and operational service metrics.
• Ensure consistent execution of customer lifecycle strategies including onboarding, adoption, optimization, renewal readiness, and customer advocacy initiatives.
• Establish operational rigor through customer health reviews, portfolio analysis, risk management, and lifecycle analytics.
• Partner cross-functionally with Sales, Product, Services, Support, and Leadership teams to improve customer outcomes and align engagement strategies.
• Monitor trends in customer feedback, support activity, adoption, and customer health to identify opportunities for operational and product improvements.
• Guide escalated customer situations and ensure timely resolution of issues impacting customer experience and retention.
• Drive continuous improvement initiatives focused on process scalability, automation, digital engagement, and customer self-service enablement.
• Foster a high-performance, accountable, and collaborative team culture aligned with NAVEX values.

What You’ll Bring

• 5+ years of experience in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership.
• 3+ years of people leadership experience managing customer-facing teams.
• Proven success improving customer retention, adoption, and expansion performance within enterprise or SaaS environments.
• Strong coaching, mentoring, and performance management capabilities.
• Expertise in customer health frameworks, lifecycle management, and data-driven CX strategies.
• Analytical mindset with the ability to translate data into strategic insights.
• Strong communication, cross-functional collaboration and problem-solving skills.
• Ability to manage competing priorities in a fast-paced, high-growth environment.
• Culture Agility: Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through.
• AI Readiness: Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes.
• Fuel performance and outcomes: Leverage your job competencies and champion NAVEX’s core values.

Pay and Benefits

The starting pay for this role is $110,000 per annum with a 10% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.